Open to opportunities

Michael Lazo

@michaellazo

Message

Client-focused customer success and operations leader driving onboarding, retention, and process improvements.

Philippines

Message

What I'm looking for

I seek a client-facing role where I can lead onboarding and adoption, improve processes, coach teams, and drive measurable customer outcomes.

I am a client-focused customer success and operations professional with extensive experience in onboarding, relationship management, and team leadership across SaaS and BPO environments.

At Coast I lead onboarding for new customers, run kick-off and root-cause meetings, and design tailored trainings to ensure customers realize business outcomes. I also provided consultation throughout implementations to align product usage with client goals.

Previously I managed client portfolios and onboarding at Upshift and My Mountain Mover, resolving billing and process issues, delivering demos, and ensuring successful client adoption across multiple platforms and tools.

My background includes operations supervision, performance measurement, QA auditing, and subject-matter expertise in research products—skills I apply to improve processes, coach teams, and drive customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Client Success Associate

Current

Coast

Nov 2024 - Present (1 year 3 months)

Led onboarding for new customers by coordinating kick-offs, setting expectations, and delivering tailored trainings to ensure successful product adoption and achievement of business outcomes.

Onboarding Client Relationship Management Project Management Training Delivery MS Office Salesforce

Operations Supervisor

Reed Elsevier Philippines

Oct 2018 - Nov 2024 (6 years 1 month)

Monitored and assessed employee performance, led monthly operations reviews and quarterly business reviews, and managed cross-team transitions with recruitment and facilities to optimize seat utilization and operations.

Operations Management Performance Monitoring Stakeholder Management Project Coordination Recruitment coordination Reporting Process Improvement

Customer Success Manager

Upshift

Jun 2024 - Oct 2024 (4 months)

Conducted onboarding and product demos, managed client relationships across assigned market, and monitored portfolio health to drive customer success and retention.

Onboarding Product Demos Client Relationship Management Intercom Zendesk HubSpot Monday.Com Slack

Account Manager

My Mountain Mover

May 2023 - Jun 2024 (1 year 1 month)

Managed client onboarding and ongoing relationships, coordinated virtual assistant placements, handled billing and process requests, and conducted periodic client and VA check-ins to ensure service quality.

Client Onboarding Account Management Client Communication Customer Support Client Setup

Senior Research Expert

Reed Elsevier Philippines

May 2015 - Oct 2018 (3 years 5 months)

Provided legal and news research support to paralegals and librarians, served as in-house product specialist and SME, and was the first external trainer for Courtlink outside the US.

Legal Research Subject Matter Expertise Product Training Courtlink Research Support Knowledge Management

Quality Assurance Specialist

Avatar Technologies

Sep 2014 - May 2015 (8 months)

Audited customer service calls against quality metrics, provided immediate feedback to CSRs, and participated in calibration meetings and client reviews to maintain service standards.

Quality Assurance Calibration Meetings Client Communication Metrics Analysis